Kari Luchsinger
Bensalem,PA
Summary
Highly accomplished and results-driven Customer Service Manager with 25 years of combined experience leading high-performing teams, optimizing call center operations, and developing robust Standard Operating Procedures (SOPs). Proven expertise in cross-functional collaboration, relationship management, and implementing process improvements that drive customer retention and operational efficiency.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Rental Coordinator
Foley CAT
Bensalem, PA
10.2025 - 06.2026
- Handle telephone, walk-in, and internal customer rental requests, advising on equipment selection, specifications, and safety
- Process contracts, invoices, rate changes, credits, and amendments to agreements
- Manage return paperwork, close agreements, and reconcile customer invoice disputes
- Track COD rentals and maintain detailed deal sheet documentation (rates, vendors, margins, PO numbers)
- Coordinate equipment delivery and pickup with transportation teams
- Complete pre-delivery checklists to confirm accuracy of equipment, address, and contact details
- Support rental fleet availability and maintain proper documentation for returns and insurance
- Partner with sales and service teams to maximize fleet utilization
- Follow 6 Sigma processes including dispatching, customer retention, and credit dispute handling
Customer Service Manager
Brenner Aerostructures
Bensalem, PA
01.2023 - 06.2024
- Collaborate with and fully support the customer service team with all daily operations.
- Process and monitor all customer orders within multiple customer portals throughout the company.
- Build and nurture strong relationships with clients, understand their expectations, and work collaboratively with other departments to meet and exceed client needs.
- Oversee department performance and maintain continual internal and external reviews to resolve all issues per company policies and customer requirements.
- Manage/maintain all revenue reporting, customer quotes, proposals, and invoices internally and externally.
- Handle all department AR/AP.
- Identify all staffing needs and conduct all interviews for onboarding.
- Brenner Aerostructures is an aerospace manufacturing facility.
Customer Service Manager
GMP General Machine Products
Feasterville-Trevose, PA
08.2022 - 01.2023
- I oversee all daily operations, handle all internal and external escalations, and work closely with upper management company-wide to ensure a streamlined workflow process.
- Create new SOP for processes including RMA/Returns, machine repair processes, and additional standard customer service practices.
- Host weekly meetings in a group and individual setting to address any concerns within the department and to create an open forum for my employees.
- Engage with clients on chat, phone, and email to establish strong relationships and provide exceptional customer success support.
- Work closely with field teams to understand their needs, challenges, and client interactions, serving as a strategic partner in enhancing client satisfaction.
- Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
Customer Service Manager
DreamLine
Warminster, PA
08.2016 - 07.2022
- Monitor and manage client performance metrics to ensure service excellence and meet or exceed KPIs.
- Develop strategic plans for the customer call center to ensure a higher level of accuracy and efficiency.
- Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
- Monitor the status of customer orders within customer portals to meet delivery expectations and commitments.
- Provide sales representatives with administrative support in terms of supplying information and reports as necessary.
- Maintain and update all customer files as necessary to ensure accurate reporting.
- Fully support and assist all CSRs with all daily job requirements and responsibilities.
Member Services Representative
WellNet Healthcare
Southampton, PA
12.2012 - 07.2016
- Answer and process all incoming calls pleasantly and efficiently.
- Assist clients in verifying health and pharmacy coverage and benefits within their health plan.
- Review and process all inquiries regarding patient billing and follow up once a resolution has been reached.
- Act as a liaison between clients and physicians/pharmacies.
- Maintain an open line of communication with all clients to ensure ultimate customer satisfaction.
- Healthcare Services
Customer Service Representative
Reit Lubricants
Warminster, PA
11.2010 - 11.2012
- Handle telephone inquiries and order entry.
- Maintain all customer records and billing.
- Assist the office manager with various duties.
- Provide inside support to our sales representatives.
- Provide technical support to customers.
Retail Sales Consultant
AT&T Wireless
Bensalem, PA
12.2005 - 09.2010
- Provide direct mobile phone and accessory sales and customer support services within a retail location.
- Building a strong rapport with all new and returning customers.
- Required to meet a quota for all sales of wireless products and accessories.
- Sometimes responsible for troubleshooting products and instructing customers on their proper use.
- Responsible for the opening and closing of the store. i.e.: Counting daily cash intake, making deposits, setting alarms, and setting up the store for the next sales day.
Data Entry Clerk
Express Scripts, Inc
Bensalem, PA
11.2001 - 12.2005
- Order entry of written prescriptions or refill requests.
- Establish and/or maintain patient profiles, including lists of medications taken by individual patients, prior authorization requests, insurance information, etc.
- Answer telephones, respond to questions or requests from patients, and process insurance requests and prior authorizations.
- Communicate with onsite pharmacists to verify prescriptions when needed.
Pharmacy Technician
Pathmark Stores, Inc
Bristol, PA
05.1999 - 11.2001
- Receive written prescriptions, and refill requests and enter all into the computer system.
- Fill bottles with prescribed medications, and type and affix labels.
- Mix pharmaceutical preparations, according to written prescriptions.
- Maintain proper storage and security conditions for drugs.
- Organize filled prescriptions by pricing and filing for efficient retrieval.
- Received and stocked incoming supplies, verified quantities against invoices, checked for outdated medications, and communicated stock needs to supervisors.
- Answered telephones, addressing customer inquiries and directing requests to appropriate personnel.
- Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information.
- Sterilize glassware using prescribed methods.
Education
Diploma -
Harry S. Truman High School
Levittown, PA06-2000
Skills
- B2B expertise
- Time management proficiency
- Leadership and guidance
- Relationship building
- Customer service excellence
- Typing: 55 WPM
- Project oversight
- Office administration
- Conflict resolution
- Salesforce CRM knowledge
- Labor law understanding
- Staff training facilitation
- Continuous improvement
- Human resources acumen
- EDI systems familiarity
- Project planning strategies
- Supply chain
- E-commerce operations knowledge
- Payroll processing
Certification
Leadership and Management Certification, 10/01/23
Timeline
Rental Coordinator
Foley CAT
10.2025 - 06.2026
Customer Service Manager
Brenner Aerostructures
01.2023 - 06.2024
Customer Service Manager
GMP General Machine Products
08.2022 - 01.2023
Customer Service Manager
DreamLine
08.2016 - 07.2022
Member Services Representative
WellNet Healthcare
12.2012 - 07.2016
Customer Service Representative
Reit Lubricants
11.2010 - 11.2012
Retail Sales Consultant
AT&T Wireless
12.2005 - 09.2010
Data Entry Clerk
Express Scripts, Inc
11.2001 - 12.2005
Pharmacy Technician
Pathmark Stores, Inc
05.1999 - 11.2001
Diploma -
Harry S. Truman High School